Google Cloud Devices: Technical Support Service Guidelines

The following technical support service guidelines (“Guidelines”) describe the support services for Supported Hardware, Software, and Services purchased or licensed under any Cloud Device License Agreement between Google and Customer or any agreement under which Customer purchased Supported Hardware, Software, and Services from a Reseller (“Agreement”).

  1. Definitions

    1. “Administrator” means the Customer-designated technical personnel who administer the Services to End Users on Customer’s behalf.
    2. “Customer Contacts” means up to two (2) Administrators.
    3. “End Users” means the individuals who the Customer permits to use the Services.
    4. “Feature Request” means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Solution that is currently not part of the existing Solution.
    5. “Google Support Personnel” mean the representatives responsible for handling Requests.
    6. “Supported Hardware” means one of the following proprietary Google hardware devices provided by Google or a Reseller to Customer under an Order Form pursuant to the Agreement (including any replacement hardware provided under the Agreement), if applicable:

      a) Jamboard and Jamboard software installed on supported mobile devices and tablets.

    7. “Maintenance” means maintenance work that is performed on Google servers or the Google-hosted software delivering the Services.
    8. “Priority” means the level of impact a Request has on Customer’s operations. Google uses the following Priority designation to establish target response time for each such Request:
      • P1: Critical Impact—Service Unusable in Production
      • P2: High Impact—Service Use Severely Impaired
      • P3: Medium Impact—Service Use Partially Impaired
      • P4: Low Impact—Service Fully Usable
    9. “Request” means a request from Customer Contact to Google Support Personnel via the Google Support Center for technical support to resolve a question or issue regarding the Solution.
    10. “Reseller” means designees within Google’s applicable reseller or retail channels authorized to make the Supported Hardware, Software, and/or Services available to Customer.
    11. “Services” means one of the following management services provided by Google to Customer in accordance with the Agreement:

      a) Jamboard annual management and support fee

    12. “Service Unusable” is any situation where the majority of Customer’s End Users are unable to access or use the Services in production. Customer will make Service Unusable Requests by designating P1 Priority.
    13. “Software” includes the following software, in binary executable form only, which is installed on the Supported Hardware.
    14. “Solution” means the Supported Hardware, Software, and Services.
    15. “Standard Request” means a Request that is neither a Service Unusable Request nor a Feature Request. Customer Contacts will not designate Standard Requests as P1 Priority.
  2. Support Request Submission

    1. Characterization of Requests. Customer will suggest the Priority for each Request. Upon receiving a request from Customer Contact, Google will determine whether the request is a Service Unusable, Standard Request, or a Feature Request. Determinations by Google are final and binding on Customer. Google reserves the right to change Customer’s Priority designation and will inform Customer of any such change in the Request response. Customer may appeal a priority reclassification to Google’s Support management through any support channel.
    2. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, the deployed Hardware, and Customer’s network; (ii) providing relevant data; and (iii) providing contact information of someone who can answer questions and assist Google Support Personnel.
    3. Request Acknowledgement. Google may acknowledge receipt of a Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.
    4. Feature Requests. Google will determine whether the Feature Request should be accepted and included in a future software update or release. Google is under no obligation to respond to or resolve any Feature Request, nor is Google obligated to include any such Feature Request in future software updates or releases.
  3. Accessing Support

    1. End User Support. End Users will receive support directly from Google only through the Google Help Center, which is accessible at one of the following locations or such URL as Google may provide. Customer is responsible for responding to inquiries by End Users and other third parties relating to Customer’s or End Users’ use of the hardware, Software, or Services, at Customer's expense.


    2. Customer Support, Hours, and Target Initial Response Times. Google will generally provide access to support for Customers via the Google Support Center, which is accessible at and via phone, on a 24 x 7 basis. P1 Priority Requests have an initial target response time of one hour based on North American business hours. P2 Priority Requests have an initial target response time of one North American business day (or less). P3 and P4 issues would be responded to within one week.
    3. Customer PIN. Customer may be required to provide a PIN to access support. The PIN is only available to Administrators in the “Support” section of the Admin Console, and the Administrator may need to generate a unique PIN each time Customer wants to access support.
  4. Customer Obligations

    1. Customer Efforts to Fix Errors. Customer will use reasonable efforts to fix each error, bug, malfunction, or network connectivity issue before making a Request.
  5. General Provisions

    1. Updates to Guidelines. Google may update these Guidelines from time to time.
    2. Maintenance. To ensure optimal performance of the Services, Google may perform periodic Maintenance. In addition, Google may perform emergency unscheduled Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects such Maintenance to negatively affect the Services, Google will use commercially reasonable efforts to provide advance notice.
    3. Language. The parties agree that all support provided by Google to Customer under these Guidelines will be in English only.
    4. Term of Support. Google will only provide the support services described in these Guidelines during the term specified in the applicable Order Form and subject to payment of any applicable fees.
  6. Support Services

    1. Supported Issue Types.
      • Jamboard
      • a) Requests related to enrollment, user interface, auto updates, cloud-based management, and interoperability with other Google products are responded to by Google Support Personnel in accordance with these Guidelines.
      • b) Google will facilitate the routing of customer’s Hardware issues to the manufacturer. Google is not responsible for the service provided by the manufacturer or any service partner.
      • c) Google may not provide technical support for hardware which has reached end of life:
      • d) Google may not provide technical support for Jamboard app issues on mobile devices other than last two major versions of Android and iOS.
      • e) Google may not respond to issues which are not part of the core product feature.
    2. Standard Support. Customers will receive the following:
      • a) Automatic product updates of the Software and Services, and upgrades to the Software and Services, if applicable.
      • b) Online self-help for End Users and Administrators, designed to assist Customers with implementation and use of the Software and Services.
      • c) Access to support by phone and the Google Support Center.
    3. Hardware Support. Google may help customers get in touch with the OEM, but is not responsible for the device warranty.